ANALISIS DAMPAK KOMUNIKASI DAN PROFESIONALISME WAITER TERHADAP CITRA GUEST HOUSE (Studi pada Fendi’s Guest House Malang) - Indah Nurmala Sari; Ari Darmawan (Fakultas Ilmu Administrasi Universitas Brawijaya, 2018)
This research uses qualitative descriptive method with two formula problem, namely (1) How the impact of communication waiter on the image of Fendi’s Guest House? (2) How the impact of professionalism waiter on the image of Fendi’s Guest House?. Data sources are obtained from key informants, observation, document, and documentation. Data analysis uses four stage: data collection, data reduction, data presentation, and conclusion. Based on the research result show that (1) The existance of a miscommunication between the waiter with the guests especially foreign guests since the waiter do not fluent in english (2) The waiter and the employees who work in Fendi’s Guest House do not have educational background in hospitality (3) The SOP that ae conditionally dormant waiter jobs and the results of work that has been completed differently. The results of the work are assessed include the cleanliness of the room and the time taken during the make up room. Keywords: Communication, Professionalism, Waiter, and Image АBSTRАK Penelitian ini menggunakan metode deskriptif kualitatif dengan dua rumusan masalah, yaitu (1) Bagaimana dampak komunikasi waiter pada citra Fendi’s Guest House? (2) Bagaimana dampak profesionalisme waiter pada citra Fendi’s Guest House?. Sumber data diperoleh dari kunci informan, observasi, dokumen dan dokumentasi. Analisis data menggunakan empat tahap yaitu pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Berdasarkan hasil penelitian menunjukkan bahwa (1) Adanya miskomunikasi antara waiter dengan tamu khususnya tamu asing karena waiter tidak menguasai bahasa inggris. (2) Waiter dan karyawan yang bekerja di Fendi’s Guest House sebagian besar tidak memiliki latar pendidikan di bidang perhotelan. (3) SOP yang bersifat kondisional mengakibatkan pekerjaan waiter terbengkalai dan hasil pekerjaan yang telah diselesaikan berbeda-beda. Hasil pekerjaan yang dinilai meliputi kebersihan kamar dan waktu yang dipakai saat make up room. Kаtа Kunci: Komunikasi, Profesionalisme, Waiter, dan Citra